Pathetic service waiting on claim to be paid for 2 months

I had a neck spinal fusion 2months ago and there is some surgery costs the medical aid did not cover in full but due to GAP cover i had peace of mind as i know it will be covered. Its been a nightmare since I submitted the claim on 2 May 2024. I submitted two claims with all the relevant documents at the same time. The one claim was settled within SLA, however the other clail of R33992. 00 is not paid and since May to date I have been battling to get the claim paid. Gloria requested me to resend the documents and requested me to fill out the claim form again, in her words in email she advised @Salam omitted to work both claims. Been liaising with Gloria this whole morning and I resent the statement as clearly she also don't know what she is doing. Gloria promised to call me back with feedback instead she email mr trying to avoid dealing with me directly. I had to call and hold on the line long before i could speak to Gloria.

If I dont have confirmation that this claim is paid out by COB today I am logging a complaint with the Ombudsman.

I should be focusing on my healing from the operation instead i have to deal with the stress trying to get this resolved after two months.

The service i reveived is pathetic especially since I am managing call centre im financial industry myself.

I dont want a call saying you looking into it i want a call advising its resolved or i am escalating to the Ombudsman today

To make matters worst I just spoke to Sylvia Hlatswyo and asked her to provide me with an email address where I can send my complaint to and she adviswd me the organization don't have a complaints department which is very strange. I requested an email address of someone in authority who I can forward my complaint to then, I specifically asked her not to transfer me, low and behold, she placed me on hold and transfer me without saying anything. I dropped the call and called back and it tool me another 5min to get an email address from her.

I am extremely frustrated!!!!!!!

Waheebah ***